Case Study: System4u improves SLA tracking and customer service with Vivantio

System4u Upgrades SLA Tracking and More with Vivantio

System4u, a Czech Republic-based mobile device and data management firm, needed a more scalable customer service platform after outgrowing its inflexible in-house system. The old tool could not properly support SLA tracking, ticket routing, or employee time tracking, and its complex coding made updates difficult without developer help. System4u turned to Vivantio for a better-fit service desk solution.

Vivantio implemented a cloud-based, easy-to-configure platform that improved SLA management, ticket handling, and reporting for System4u. The results were strong: ticket assignment time dropped 85% (35 minutes to 5 minutes), backlog age fell 30% (13 days to 8 days), first qualified response time improved 52% (5.4 hours to 2.6 hours), and time-recording accuracy increased 60%. System4u also gained useful self-service, email, integration, and KPI tracking capabilities through Vivantio.

System4u

Jan Prudil

Service Desk Manager